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Technical Support Engineer
Nihon Kohden America. Provide remote technical support for patient monitoring systems, ventilators, neurology devices, and related products in a 24x7x365 environment .
Tech Stack
Tools & technologiesTCP/IP
About the role
Key responsibilities & impact- Provide remote technical support for patient monitoring systems, ventilators, neurology devices, and related products in a 24x7x365 environment
- Resolve routine through moderately complex tickets and appropriately escalate challenging issues
- Serve as the primary technical contact for biomedical engineers, healthcare technicians, physicians, and IT professionals
- Diagnose and resolve hardware, software, and configuration issues using documented troubleshooting and creative problem solving
- Assist customers with system configuration, software updates, and interoperability issues
- Troubleshoot Windows-based software applications and proprietary embedded operating systems used in medical devices
- Support medical-device network connectivity involving Active Directory, TCP/IP, VLANs, group policies, and network storage
- Represent customer needs to quality, product engineering, and marketing teams
- Partner with sales representatives to strengthen customer relationships
- Proactively communicate regarding customer inquiries, service requests, and escalations
- Adhere to company policies, procedures, and business ethics codes
Requirements
What you’ll need- Bachelor’s degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related discipline; relevant education and experience accepted in lieu of degree
- 2+ years of experience in customer service-related roles
- Strong knowledge of Microsoft Windows operating systems
- Must communicate verbally and in writing, and receive and understand verbal and written instructions in English
- Ability to work effectively independently and in a collaborative team environment
- Relevant certifications such as CBET, R. EEG T., or CompTIA A+, or equivalent knowledge preferred
- Technical support experience preferred
- Experience using or supporting biomedical equipment, medical devices, or complex technical systems preferred
- Experience working in hospital IT environments preferred
- Reliable high-speed internet access at the employee’s working location
- Occasional night shift, weekend on-call, holiday, weekend, and evening work may be required
- Approximately 10% travel
Benefits
Comp & perks- Full-time schedule with regular hours within 6:00 a.m. to 6:00 p.m. in the employee’s time zone, Monday–Friday
- Remote work
- Occasional night shift support and weekend on-call support rotation
- Approximately 10% travel
- Reasonable accommodation may be requested
- Perks & Benefits offered by Nihon Kohden America (details referenced on the Career page)